Latest News

Back to Latest News back

 

Customer feedback vital in ensuring business recommendations

Customer feedback vital in ensuring business recommendations
May 20, 2017

Ensuring that members and clients are loyal to a business is a result of satisfying and engaging them sufficiently so that they will recommend their positive experiences to friends and family.

According to PaySmart’s National Sales Manager Colin Walker, generating this loyalty is vital for business and asking customers essential questions, and being prepared to really listen to their answers and respond accordingly, is key to this process.

Speaking to Australasian Leisure Management, Walker explained “seeking feedback can be a little scary, mostly because it may not reveal the story you’d like to hear, but seeking and using feedback can be a vital business opportunity.”

“And it doesn’t have to be gathered through a 10-page survey or hour-long focus groups, I’m talking about gathering meaningful feedback by asking one simple question: would you recommend us to a friend?”

Walker sees that this question is at the heart of the Net Promoter Score system.

By asking this critical question a customer’s propensity to recommend a business on a scale from one to 10 can be gauged, and it can help determine:

• How many of  customers are ‘promoters’ - someone who’ll typically buy more from you and will recommend you to others
• How many are ‘detractors’ - customers who typically buy less, make negative comments and won’t recommend you
• And finally, those who are neutral towards your business.

Walker adds “there’s a little more to the process, but in a nutshell, by making the following calculation you can determine your Net Promoter Score - the percentage of promoters (scoring 9 and 10) minus the percentage of detractors (scoring from 0 to 6).

“The passives (scoring 7 and 8) are not counted for the sake of measuring the Net Promoter Score, but are still worth noting as you want to know how many customers you need to move into the ‘promoter’ category.

“Using the Net Promoter Score to better understand and harness the value of your customer base is a really exciting prospect that can genuinely improve your customers’ experience and, ultimately, drive growth and customer retention in your business.”

PaySmart offers clients the opportunity to get an NPS system up and running.

To find out more, click here to contact PaySmart via their entry in the Australasian Leisure Management Supplier Directory.

Colin Walker wrote about the key steps in running a successful member-based business in the May/June 2017 issue of Australasian Leisure Management.

27th April 2017 - SOFTWARE INTEGRATION IMPROVES CUSTOMER SATISFACTION

27th August 2016 - PAYSMART SHARES ADVICE ON CONVERTING NEW LEADS

2nd August 2016 - PAYSMART SHARES ADVICE ON ATTRACTING NEW BUSINESS LEADS

4th July 2016 - TRANSACTION SERVICES GROUP ACQUIRES LINKS MODULAR SOLUTIONS

26th August 2015 - NEW BRAND IDENTITY FOR BILLING LEADER PAYSMART 

21st November 2012 - HOW LOYAL ARE YOUR FITNESS CLUB MEMBERS?

27th April 2010 - 15 YEARS AND NO MISSED BILLINGS


Asking a small favour
We hope that you value the news that we publish so while you're here can we ask for your support?

The news we publish at www.ausleisure.com.au is independent, credible (we hope) and free for you to access, with no pay walls and no annoying pop-up ads.

However, as an independent publisher, can we ask for you to support us by subscribing to the printed Australasian Leisure Management magazine - if you don't already do so.

Published bi-monthly since 1997, the printed Australasian Leisure Management differs from this website in that it publishes longer, in-depth and analytical features covering aquatics, attractions, entertainment, events, fitness, parks, recreation, sport, tourism and venues management.

Subscriptions cost just $90 a year.

Click here to subscribe.

 

supplier directory

The Complete Guide to Leisure Industry Products & Services.

See the directory see all

Pico Play

Pico is a global leader in Total Brand Activation. We specialise in engaging people, creating experiences and activating brands. Leveraging a track record in experience design that spans half a…

read more

Attractions / Consultants / Design / Recreation / Venues

 
 

PULSETEC SOLUTIONS

PulseTec Solutions is a leading provider of software systems and solutions to the health and fitness industry for more than a decade. Our key products and services include ClientConnect studio and…

read more

Access / Fitness / Marketing / Technology / Venues

 
 

Crystal Pools

Crystal Pools has a solid history of performance on a wide variety of government and commercial projects and is the name behind many of Australia’s most innovative and ambitious aquatic…

read more

Aquatics / Design

 
 

Summit Fitness

Summit Fitness Equipment is now part of NovoFit - see www.ausleisure.com.au/suppliers/novofit/

read more

Fitness / Recreation / Technology / Wellness

 
 

LEISURE CONCEPTS AUSTRALIA

Leisure Concepts brings the world’s best fitness equipment brands to Australasia including Eleiko, Atlantis Strength and Merrithew Pilates. With a huge variety of  treadmills,…

read more

Fitness / Recreation / Technology / Wellness

 
 

Perfect Gym

Perfect Gym Solutions is a software as a service (SaaS) solution purpose-built to service the fitness industry, with over 1000 clients servicing over 2 million gym members across 40 countries making…

read more

Access / Fitness / Marketing / Recreation / Technology

 
 

PAYSMART

Headquartered in Brisbane with an Australia-wide network of satellite offices, PaySmart is one of Australia’s largest and longest-standing direct debit billing companies. In 1996 we began…

read more

Access / Billing / Fitness / Technology

 
 
 
 
 

get listed with our suppliers directory

Get your business noticed in our targeted directory. Viewed by 10,000 industry professionals per week!

list your business